Residential | Small Business | Enterprise | Wireless Region / Language
For Release Tuesday, September 20, 2005
Telerx Expands IVR Capabilities Using AT&T Voicetone Service
HORSHAM, Pa. – Telerx, a leading provider of outsourced customer care solutions, is expanding its interactive voice response (IVR) capabilities using AT&T VoiceTone®. This “high-touch” conversational speech technology furthers Telerx’s ability to provide high-quality customer care on behalf of market-leading companies from its contact centers in the United States and Canada.
Under a three-year contract, the terms of which were not disclosed, Telerx can use the automated natural-language service to effectively answer customers’ requests. AT&T VoiceTone allows callers to engage in natural conversation with computer-based systems by integrating conversational speech technology with a full suite of contact center networking services. Its “How May I Help You” feature asks customers what they need, understands their responses and directs calls appropriately.
“Fulfilling customers’ requests without human intervention provides enhanced self-service while reducing costs – a win-win for our clients and their customers,” noted Carolynn Chamoun, Telerx’s senior vice president of technology solutions.
“The network-based AT&T platform will significantly increase our IVR capacity and offer expanded capabilities to our clients,” Chamoun continued. “In addition, we are enhancing our ability to support DRTV media events and handle the resultant call volumes. We’ll continue to leverage our own premise-based IVR and maximize our customer service agents while deriving the added benefit of reduced traffic, freeing up existing capacity on our network and generating savings on data transport. These efficiencies – coupled with the flexibility and scalability of the AT&T VoiceTone platform – will enable us to continue providing best-in-class customer care services that help our clients protect, nurture and expand their customer asset.”
About Telerx
Telerx, headquartered in Horsham, PA, is the category leader in customer care. From its contact centers in Pennsylvania, Texas and British Columbia, Telerx’s 1,400 associates help blue-chip companies succeed by maximizing their customer asset. Please visit our Web site at www.telerx.com.
About AT&T
For more than 125 years, AT&T (NYSE 'T') has been known for unparalleled quality and reliability in communications. Backed by the research and development capabilities of AT&T Labs, the company is a global leader in local, long distance, Internet and transaction-based voice and data services.
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